1 - Phone Services

Using the IP Phone Service

The IP Phone Service allows users and managers alike to benefit from a couple of useful functions.
These are: Recordings, Monitoring, and Record on demand. They are all described below in the application Main Menu section.
Note: The Monitoring function in the IP Phone Service is only accessible to Managers.

Login

Here you will enter your username and PIN.

After the login, you will be presented with this screen.

Select the Services menu.
From the Services menu, select application name

There are three options in the application IP Phone Service Main Menu:

Recordings It allows call playback, moving a call to a folder and email to the address set in the application Configuration. Monitoring It allows monitoring of a selected phone number. Record this call It allows Record on Demand.

Open Recordings then select the extension you want

In this case, the only selection you can monitor is 2002. To select another, press the Other tab then enter the PIN accordingly.

Now you are presented with the list of calls from that extension. From here you can play move calls to application folders and E-mail them to the address set in application Configuration.

Monitoring

From the main application menu, open Monitoring and select the extension you want

In this case, the only selection you can monitor is 2002. To select another, press the Other tab then enter the PIN accordingly.

Next you must enter the Phone Number you want to monitor
After you have finished your selections, you should see the window below as a confirmation

On Demand Recording

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Allows an agent the recording of a call in progress. Regardless of the moment you gave the command to record, that conversation will be recorded entirely.

2 - Get Help

User Manual

The user's manual can be found in the help menu.

Help > Manual > User’s Guide

TeamViewer Support

(TBD)

Remote Support

Some issues might require the CallReplay support personnel to connect to your PC for a remote support session, in which case, they will request a remote session. You can start a remote support sessionby going to Help > Remote Screen Connect

A new tab will open, please start a session.